Service Improvement Deployment Project Data Sheet
Project Name
Service Improvement Deployment
Project Sponsor
Scott Emery
Project Manager
Jill Swenson
Date
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2. Goals & Objectives:
1. Project Description/Issue Statement (may
include project triggers):
Strategic Goal(s) Supported
Deploy Team Dynamix software’s ITSM/Service
Operation components within IS and up to three
college IT groups (Forestry, Ag Sciences, Extension
services).
Implement highly efficient administrative processes to
enhance the quality of service and improve
productivity.
Desired implementation date is September 1 2016 at a
cost of $150,000 for the first year and less than
$100,000 in subsequent years.
Triggers for this change include:
Customer impacting issues
- Customers don’t know how to reach an appropriate
support person
- Customers need to contact multiple groups to
request services that could be bundled
- We miss development deadlines due to support
interruptions
Business Objectives
Simplify customer interaction with Information Services
teams by creating one interface to IS to receive and
route all requests.
Handle more complex requests consistently by
bundling multi-step common requests such as setting
up multiple IS services for new employees.
Provide access to relevant information for making
effective decisions.
IT Objectives
Internal issues
- We struggle to route requests internally
- Current tools are outdated, not integrated and lack
reporting functionality
- Our knowledge base is scattered
Deploy a foundational and scalable toolset for IT
Service Management related activities.
Design for extensibility to other groups and systems
on campus.
Create an integrated knowledge repository for
capturing and sharing information among teams and
with customers.
3. Project Governance
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Role
Name/Org
Project Sponsor
Project Manager
Scott Emery
Jill Swenson
Service Improvement Deployment Project Data Sheet
Project Name
Service Improvement Deployment
Project Sponsor
Scott Emery
Project Manager
Jill Swenson
Date
Double Click to Update Header
departments and
groups outside of
IS.
4. Project Scope:
Scope
In
Out
Functional
Configure and
deploy incident,
service request
and knowledge
management
components of
Team Dynamix
software
Deploying all
aspects of IT
Service
Management.
Investigate tool
use for problem
management and
change request,
implementation
Change review
(CAB) processes
Configuring for
specified business
practices
Train staff in use
of solution and
relevant ITIL
concepts
Convey
expectations for
use for tool use.
Redesigning IS’s
business practices
System
Duplicate all
functionality of
current call
tracking tools
Gather and
configure all
workflows
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Provision for
potential future
growth.
Integration with
authentication
systems
Gather and
configure all
form-driven
requests
Determine
additional systems
to integrate with
Ticket submission
via email
All other Scope
5. Flexibility Matrix:
Least
Flexible
All future users of
ITSM tools or
functions
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Most
Flexible
X
Schedule
Resources
Moderately
Flexible
X
Scope
Create at least
one form and
create instructions
for future forms
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Establish test and
production
environments
Define service
owner and
process for
interacting with
vendor
Establish workflow
for new employee
provisioning and
create instructions
for future
workflows
All users of Coho,
including Client
Services, other IS
Ongoing/future
tool customization
Assess and
document current
support processes
Establishing and
enforcing
expectations for
tool use
Establish accounts
and permissions
for IT employees
involved in
support functions
Organizational
Determine
resource
requirements for
maintenance,
customization
service
management and
ongoing support
Resolve all issues
uncovered by
assessing current
processes and
user experiences
X
Service Improvement Deployment Project Data Sheet
Project Name
Service Improvement Deployment
Project Sponsor
Scott Emery
Project Manager
Jill Swenson
Date
Double Click to Update Header
6. Key Project Deliverables
8. Staffing Estimates
Role
A baseline assessment of current state of IS service
delivery.
Effort
Sponsor
10%
IS Leadership Team 10%
Provision user accounts, configure support groups and
ticket templates.
Establish a functional workflow for new employee
provisioning, replacing existing processes.
Core project team
Project Mgr
25%
Application Admin 25%
Create and deploy a request that requires users to fill
out a form/make multiple selections for incidents and
service requests.
Infra. Svcs
representative
10%
Establish structure and processes for knowledge
management
ECS representative 10%
Training, support and documentation for using
software
Acad. Tech.
representative
10%
Turn off or sunset IS support of Coho
Client services
representative
10%
Forestry Rep
15%
Design, deploy and advertise on-line user interface.
7. Preliminary Schedule and Milestones:
Milestone
Date (mm/yy)
Estimated Start Date
Assess current state
Purchase software
Gather configuration requirements
Configure software
Test configuration
Train users
Deploy (may be phased)
Move to maintenance
Estimated Finish Date
All other milestones
5/1/2015
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Scott Emery/Client Svcs
Directors. To define
business processes,
promote change and
address transition issues
Lead project
Administer application,
configuration
Represent organization’s
needs, coordinate
deployment
Represent organization’s
needs, coordinate
deployment
Represent organization’s
needs, coordinate
deployment
Represent organization’s
needs, coordinate
deployment
Represent organization’s
needs, coordinate
deployment
Represent organization’s
needs, coordinate
deployment
Ag
15%
Sci/ROOTS/Extensi
on Rep
Technical Staff
Programmers
10-20% To import/export data
and/or customize
Application owner 20%
To configure solution
Identity Mgmt
10%
Authentication
Service owner
5%
Vendor relationship,
upgrades, etc.
Communication
30%
Knowledge management,
Mgr
marketing and user
interface
Trainer/documente 20%
How-tos, training
r
information
Other customer
5%
Requirement gathering,
teams
testing, deployment
9/1/2016
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Service Improvement Deployment Project Data Sheet
Project Name
Service Improvement Deployment
Project Sponsor
Scott Emery
Project Manager
Jill Swenson
Date
Double Click to Update Header
9. Service
13. Known Issues and Risks (of proposal)
Item
Name/Org
Owner (when
project completes)
Client Services
Risk: We deploy without sufficient thought to process,
methodology or differing needs across IS groups,
resulting in future rework or incompatabilities
Risk: We fail to obtain sufficient buy-in from staff or
input from customers.
10. Financial Estimate (opt.)
Total Costs
Dollars
Initial Cost of Project
Year 1 license +
impmentation
Travel/expenses
(year 1 and 2 total)
Year 2 maintenance
+ licenses added
Year 3 maintenance
$173,496.72
$125,600.00
Risk: We need more licenses than initially estimated,
resulting increased costs
$15,000
Risk: The scope becomes more broad than the
resources or culture will support.
$78,208.22
$80,162.90
Ongoing Annual Cost Annual maintenance * 5%
Total Benefits
Dollars
One-time Savings
Annual Savings
Funding Source
Initial Costs: IS central software budget (JIS006)
Ongoing Costs:
Benefit Description (e.g. revenue increase)
11. Dependencies, Assumptions and Constraints
IS is not attempting a full-scale implementation of IT
Service Methodology at this time.
Specifications for IS business processes will be
provided
Software will be remotely hosted.
12. Project Performance measures (opt)
Compare ease of finding services response to OCH
surveys before and after project completes.
50% reduction in number of customer-facing contact
names/numbers listed on IS web site.
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Project Data Sheet Appendix
General note…doesn’t have to be just one page.
1. Project Description/Issue Statement
Summarize the project and business problems to be solved.
2. Goals & Objectives
Describe the major goals and objectives of the project from both a business perspective and
an IT perspective, if relevant. [Note: clarify language that business objectives should be in
terms of capabilities needed – not assets/IT language, etc]
3. Project Governance
List the individuals assigned in directing the project
4. Project Scope
Describe what is in and out of scope from a functional (boundaries around what the solution
does), organizational (who is affected) and systems (which systems or infrastructure is
involved) perspective.
5. Flexibility Matrix
Assess where the flexibility will reside for the project to react to uncertainty as the portfolio is
created. The assessment is relative between the three factors.
6. Key Project Deliverables
List deliverables for the project in terms of business and process capabilities rather than in
terms of changes to particular applications/assets.
7. Preliminary Schedule and Milestones
List the anticipated start and end dates of the project. Include dates of required interim
milestones as appropriate.
8. Staffing estimates
List the estimated roles and % FTE required to complete the project (e.g 50% DBA, 10% web
programmer).
9. Service
Enter the proposed long-term owner of the delivered solution when the project completes.
10. Financial Estimate (summary of cost-benefit analysis)
Under Total Costs, list the expected cost to deploy the project (include software, hardware,
vendor costs, training, travel, marketing, etc.). List the expected annual cost to maintain the
delivered solution (include maintenance fees, service costs, renewals, additional staffing, etc.)
Under Total Benefits, list the expected income or recovery costs (people, hardware, software
renewals, additional fees, etc.)
Under Funding source, list the index/account, grant name or organization to provide funding
11. Dependencies, Assumptions, and Constraints
List related project deliverables, important assumptions made, and imposed constraints.
Note if the project's benefits are dependent on other project delivery dates, business
projects/events or seasonal trends (e.g., in time for back-to-school).
12. Issues and Risks
Document any anticipated issues and risks with the project that should be considered during
portfolio planning.